Customer Success Manager

Customer Success Manager

We are on the lookout for a Customer Success Manager to join our growing team!

Lofty is a high-growth, global SaaS company serving the residential real estate market. Powered by Agentic AI, our solutions address the daily pain points faced by real estate agents, teams and brokerages, empowering them to launch effective marketing campaigns, capture and convert leads into meetings, and close more deals faster.

Our technology helps agents and teams market smarter, respond faster, and close more deals. We eliminate the busywork so agents can focus on what they do best - building relationships and growing their business. Join us on our exciting journey and help shape the future of technology within the real estate space!

The Mid-Market Customer Success Manager serves as the primary point of contact for a portfolio of 100+ clients post-sale, ensuring a seamless and successful experience with the Lofty CRM platform. This role focuses on driving client adoption, engagement, and long-term value through strategic consultation, data-driven insights, and proactive support. By understanding each client's unique goals and business needs, the CSM delivers tailored recommendations, supports growth opportunities, and strengthens client relationships to maximize retention and expansion.

• Drive Platform Adoption: Guide clients through onboarding and ongoing adoption of the Lofty CRM platform by sharing best practices and aligning platform capabilities with business goals.
• Lead Client Trainings: Deliver group-based virtual training sessions to educate clients on features, updates, and workflows that enhance productivity and ROI.
• Act as a Strategic Advisor: Conduct regular business reviews to analyze account performance, present actionable insights, and recommend product updates, integrations, and strategies for growth.
• Manage Client Success & Satisfaction: Serve as the go-to contact for client needs, ensuring prompt resolution of requests, issues, and escalations through collaboration with internal support teams.
• Support Retention & Growth: Identify expansion opportunities within accounts; collaborate with Sales to support upsell initiatives and meet team growth targets.
• Monitor & Report on Client Health: Track key metrics, engagement, and platform usage to proactively address risk and ensure ongoing client satisfaction.
• Billing Oversight: Maintain and manage monthly billing for franchise accounts and coordinate with internal stakeholders on corporate-level invoicing.
• Marketing Strategy Consultation: Provide guidance on clients' marketing strategies by reviewing current efforts, identifying gaps, and recommending improvements via calls, email, and video meetings.
• Champion Client Voice: Advocate for customer needs internally, ensuring feedback is heard and integrated into product development and support initiatives.
• Relationship Management: Build and maintain strong, trusted relationships with clients to drive loyalty and long-term success.

You'll be based out of our stunning, light-filled headquarters in the Warehouse District of Downtown Phoenixa 17,000-square-foot space designed for collaboration, creativity, and connection. During onboarding and training, you'll work in-office five days a week to build momentum, meet your teammates, and ramp up with hands-on support. Once key KPIs and performance metrics are met, you'll transition to a hybrid schedule of three in-office days per weekgiving you the flexibility to balance focused work and in-person collaboration.

First-year earnings? This role offers a base salary starting at $60,000 and a 30% bonus with opportunities for growth based on performance.

What are we looking for?

• High school diploma required; advanced education or relevant certifications preferred
• 2+ years of experience in a customer service or client-facing role, preferably in real estate, sales, or SaaS
• 13 years of experience managing client relationships in a high-volume environment
• Background in online or digital marketing is plus
• Proven ability to resolve client issues with professionalism and efficiency
• Strong communication and interpersonal skills with the ability to present and influence stakeholders at all levels
• Excellent listening, negotiation, and conflict-resolution abilities
• Strong writing, grammar, and proofreading skills for professional client communication
• Ability to thrive in a fast-paced, dynamic environment
• Demonstrated ability to multitask, think creatively, and solve problems proactively
• Technically proficient in web tools and platforms
• Experience with CRM platforms is a strong advantage

Absolutely! Benefits and Perks:

• AI-First Innovation: We're building toward becoming an AI-native company and our employees are part of that journey. You'll have access to leading AI tools, hands-on learning opportunities, and real-world exposure to how AI is transforming business. We believe the future belongs to those who learn it early and we invest in helping you do exactly that.
• Health Insurance: FREE medical coverage for employees for one of our plan options! And the ability to add dependents or choose an alternative plan and still receive a credit to keep costs down.
• Paid Time Off: Work hard, play hard! In addition to 10 holidays, we offer three weeks of paid time off so that you can achieve a healthy work-life balance.
• Paternity Leave: We support our team members as they grow their families! Once you qualify for FMLA, you are eligible to receive up to 6 weeks of paid paternity time to bond with a new child.
• Employee Assistance Program: We are proud to offer free access to SupportLinc, a global platform that provides on-demand care as you navigate personal or professional challenges. This confidential and compassionate support system is available to you and your family members anytime you need help.
• Team Building: We may work across time zones and countries, but we're still united. We host a monthly schedule of team activities, quarterly town halls, open Q&A sessions, and other special eventsso many fun ways for us to connect and support one another.
• Growth Opportunities: When our people growwe grow! We offer leadership training, development journeys for core teams, and coaching/mentoring opportunities. Constant growth and development are inherent in our culture.
• Tools To Do The Job: We ensure you are hooked up with the tools, equipment, and systems you need. We begin the process prior to your start date, so you are ready to rock 'n roll on your first day.
• What Else? We provide a 401(k) company match and 100% company-paid life/AD&D insurance/short-term disability. Our ultimate goal is to support you and your overall wellness.

Join our growing team and let's have fun building this business together!